Director, Technical Support

Summary

Join Chainguard as the Director of Technical Support and build, lead, and scale a world-class team to deliver exceptional customer experiences. You will own the strategy, operations, and execution of technical support, fostering a customer-obsessed culture. This role reports to the VP of Customer Success and involves setting team goals, developing support processes, collaborating cross-functionally, and implementing support technologies. The ideal candidate possesses strong leadership, communication, and technical skills, along with experience in attracting, hiring, and retaining high-performing engineers. A Bachelor's degree (or equivalent) is required, with an advanced degree and experience in technical architecture, DevSecOps, and/or Kubernetes preferred. The position offers a competitive base salary, bonus, equity, unlimited PTO, remote work flexibility, and comprehensive benefits.

Requirements

• Ability to attract, hire and retain high-performing Technical Support Engineers
• Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a technical and non-technical audience
• Ability to move quickly, driving business value and results
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Bachelor’s degree (or equivalent experience) in a relevant field

Responsibilities

• Build, mentor, and scale a world-class Technical Support team, fostering a culture of collaboration, accountability, and continuous learning
• Set clear goals and performance metrics for the team to ensure high-quality, timely resolutions
• Lead the delivery of support to our customers, ensuring the highest quality of service and customer satisfaction
• Develop and implement scalable support processes, playbooks, and escalation frameworks to deliver consistent customer satisfaction
• Oversee support workflows, ticket management, and SLAs to ensure responsiveness and resolution
• Collaborate with Customer Success to proactively identify customer pain points and drive adoption. Act as the voice of the customer within Chainguard, championing customer needs and ensuring their success with our products
• Partner with Engineering to ensure timely fixes for escalated issues and contribute to product quality improvements
• Work closely with Product teams to provide actionable feedback based on customer interactions
• Evaluate and implement support technologies (e.g., ticketing systems, monitoring tools) to enhance efficiency and visibility
• Leverage analytics to track trends, identify gaps, and continuously improve the customer support experience

Preferred Qualifications

• Advanced degree
• Technical Architecture, DevSecOps, and/or Kubernetes experience

Benefits

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family
• Monthly Wellness budget
• 20% annual bonus